Content Moderation Policy
Effective date: 24 October 2026 Last updated: 24 October 2026
1. Scope and standards
We review reports about Tours, descriptions, images, audio, videos, profiles, reviews, Guides-controlled promotional material (including material from withdrawn Tours) and other content against applicable law, the Acceptable Use Policy, Creator Safety Standards and relevant rights policies. A report is an allegation, not conclusive proof. We consider context, evidence, seriousness, likely harm and legitimate expression.
2. How to report content
Email hello@guides.app, including the precise URL or Tour/content identifier, the material at issue, an explanation of the concern, the country or law relevant to an illegality claim where known, and sufficient supporting information to assess it. Where appropriate, include your name, contact details and a statement that you honestly believe the report is accurate and complete. We do not require unnecessary identifying information, including where a legally recognised reporting exception applies.
Copyright reports follow the Copyright Policy; brand complaints follow the Trademark Policy. Use the subject line 'Urgent safety or rights concern' for an imminent or serious issue. This is not an emergency response service; contact local emergency services if someone is in immediate danger.
3. Assessment and action
We may request clarification, contact the Publisher, compare supplied evidence, restrict access during investigation or refer a matter to an appropriate authority where legally required. A credible serious safety or rights concern can justify an immediate protective pause even within a Tour's minimum publication period.
Possible outcomes include no action, a warning, corrected information, an age/context warning, limited visibility, territorial restriction, temporary suspension, removal or an account measure. We choose a proportionate response and distinguish enforcement restrictions from ordinary search ordering.
Guides uses human administration and user reports to assess content and rights concerns. Technical validation enforces supported formats, content limits, access permissions and review eligibility; these checks are not a legal clearance of uploaded material. We do not represent that every Tour is proactively reviewed before publication. Publishers can request human review through hello@guides.app or the available support controls.
Where a decision materially affects a user, we provide a clear explanation in a form they can keep, subject to legal, security and confidentiality limits. Where required, it includes the action and duration, relevant facts, contractual or legal ground, use of automation and available remedies. We notify the reporter of the outcome where appropriate and lawful, without unnecessarily sharing private information.
4. Appeals and accountability
You may challenge a moderation decision or an alleged failure to act by emailing hello@guides.app. We provide a free opportunity for human reconsideration and consider relevant new evidence. For our internal process, submit the appeal within six months of the notified decision where possible; this is not a limitation of statutory remedies or an exclusion of later serious safety evidence.
The Enforcement and Appeals Policy sets response targets and reinstatement procedures. Where applicable EU law gives access to certified out-of-court dispute settlement or other remedies, those rights remain available. We do not falsely claim that every such requirement applies regardless of service size or territorial scope.
5. Purchases, content retention and privacy
Removing a listing from new sales does not automatically delete existing purchasers' lawful entitlements or a valid Continuing Promotional Licence. That promotional licence cannot be used to evade a rights, privacy or safety restriction affecting an asset. Conversely, a continuing-access licence does not require us to serve unlawful or unsafe material. We assess restrictions, safe corrections and customer remedies under the purchase terms.
We retain necessary decisions and evidence for proportionate compliance and dispute purposes under the Privacy Notice. We do not disclose a complainant's identity to a Publisher unnecessarily. Some details may need to be shared to fairly investigate, comply with law or process a valid statutory notice.